Recorded Call Centre and Customer Experience Webinars

11th February 2015

Recorded Webinar: Best Practices in Workforce Management

2224

Want to know how you could improve Workforce Management in your contact centre – and make it less of a headache for everyone involved?

In this webinar, we will be sharing best practices in forecasting scheduling and resource planning.

Topics Discussed

The latest trends in Workforce Management

The latest thinking on forecasting methods

Improving forecast accuracy

Forecasting with email and webchat

Getting employee buy-in to the planning process

Multi-skilling employees

The best schedules to use

Shift swaps and dealing with holiday requests

Using spreadsheets to forecast staffing

Top tips from the audience

Panellists

Penny Reynolds

The Call Center School

Chris Dealy

injixo

Dean Couchman

injixo

Jonty Pearce

Call Centre Helper

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Recorded Webinar: Best Practices in Workforce Management

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Topics Discussed

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